Flawless OTRS operation even without Linux know-how.

The company is overall very excited about OTRS, as it is much easier to use than the previous system: C.A. Unicenter. “For our key users, operating the system is simple and self-explanatory. And our IT team always finds the use of OTRS amazing. By creating our own configurations, we have been able to resolve all the inquiries from various departments in an individualized and absolutely satisfactory way. In addition, OTRS is ITIL-compliant, and since the product comes from Germany, we receive support directly from the manufacturer in our mother tongue”, explains Rölli enthusiastically.

In particular, the IT staff appreciates the possibility of creating templates and customizations for individual departments, without having to pay for services from the manufacturer to complete them. On the other hand, improved graphics capabilities in the tickets – such as new features in the text editor and the new color adjustments, available since version 5 – are very popular among the key users.

Another very revealing aspect for longtime OTRS Users was the conception workshop for the switch, in which the image of the service catalog in OTRS was completely revised: “Now our service queue is streamlined and simply illustrated, reducing bloated structures to what is strictly necessary. The workshop helped us greatly, and by minimizing we were able to improve our overview considerably.” A plan for the future is to start using the customer portal function, so that users can create tickets themselves. Furthermore, additional internal groups and departments with a support function in OTRS will be incorporated, for example the service center to document agreements and communication with the customer in the ticket and to make it available transparently.